Index Of The Blog
If you run a law firm, then like with any business, you need to provide your clients with the most outstanding customer service possible in order for them to trust you and recommend your services to others. Customer support is one of the most important factors in deciding whether to be loyal to a company, at least according to 96% of customers. The customer experience you provide in a law firm is a real make or break factor regarding whether you secure clients, and you need to be outdoing competitors in your field.
For example, if you’re running an accident or personal injury law firm, like Chaikin LaPenna, PLLC, you’re likely advertising the facts that you’ll take on the most challenging cases and give them your undivided attention, whether it’s a workers’ compensation case, car accident case, or even wrongful death. How can customers believe all that, though, if they can’t even reach you to schedule an initial consultation or get an update about their ongoing case? If you want your clients in New York, or any other state, to feel seen and valued, you’ll need a dedicated law firm call center that far exceeds the bare minimum expectations. Here are some ways to do that.
Go beyond voice calls
When you think “call center,” you probably think of an on-premises office with rows of cubicles housing support agents who are fielding never-ending phone calls from customers. While such legacy systems do still exist, they don’t represent the modern contact center, and they aren’t the type you’ll want to invest in.
You need modern contact center technology that can route communications from digital channels like text, SMS, live chat, social media, web chat, mobile apps, and more. Customers have come to expect convenience from all sources, and providing it in your law office is a great way to stand out from competitors, who mostly still just take voice calls.
Empower unique customer journeys with the omnichannel approach.
If you really want to impress your clients with the best technology available, then you’ll need a true omnichannel call center. While multichannel contact centers let your clients reach attorneys and agents through digital communication channels, the channels live in silos, and there’s no convenient way to switch between them. Customers will immediately see the difference with an omnichannel experience, when they realize they can effortlessly switch between communication channels, all while staying in contact with the same agent, for the ultimate seamless customer experience.
Customers everywhere lead busy lives, and this is doubly true for law firm clients in the middle of litigation. A quick chat started on a mobile app would normally be cut short if a client had to leave the house for an emergency. With an omnichannel contact center solution, though, that client can transition from the app chat to a hands-free voice call to finish the conversation. This makes for interactions that exceed customer expectations, and they’ll remember these seamless conversations as one more good thing you did for them.
Integrating CRM features saves everyone’s time.
If a client is having to contact your law firm agents frequently due to constant developments in the case, they’ll quickly become frustrated if they have to explain their whole story to a new agent each time. Fortunately, you can avoid this by integrating your customer relationship management system. This will let agents pull customer data for each client, so they can get the full context behind their situation before jumping into the conversation.
Even better, with omnichannel routing, you’ll have a unified agent desktop where your agents can keep track of all conversations across all channels. This way, if a client has a preferred agent, that support agent can enter the conversation as soon as it appears on the desktop to save everyone some time. Providing these advantages makes your client feel appreciated, and they’ll likely spread some good words about your law firm.
